Manager, Customer Service

About the position

The Customer Service Manager is responsible for the support functions of the Customer Experience team and overseeing all daily order fulfillment processes. The Manager collaborates with sales, pricing, plant personnel, credit, and other Order to Cash (OTC) members to ensure timely and accurate order fulfillment, with the goal of providing high levels of customer satisfaction. This position analyzes order fulfillment processes and metrics, identifies opportunities to improve effectiveness and efficiency, and enhances internal and external customer satisfaction. The position also provides insights and recommendations to improve key drivers to customer satisfaction in the order fulfillment process.

Responsibilities

• Oversees customer onboarding, processing orders from customers and following-through the entire supply chain to delivery
• Supervises direct reports by communicating job expectations, planning, monitoring, coaching and conducting performance and development reviews
• Identifies potential issues in achieving high levels of employee and customer satisfaction and implements mitigation strategies
• Implements timely resolution of issues that prevent orders from being fulfilled and delivered on-time
• Optimizes use of SAP and other systems, including change management and adoption of system enhancements and new processes with all team members
• Perform root cause analysis and identify improvements required in customer service, i.e. training, processes, contract administration, and/or system enhancements
• Develops collaborative relationships with sales organization with objective of meeting internal and external customer needs
• Partner with Training & QA Manager on skill assessments of customer service staff and training
• Partner with Operations Manager on support for operational data, systems, etc.
• Supports initiatives to improve productivity, i.e. electronic orders, new systems
• Evaluates customer portal requirements, training and assignment within team for order and account management
• Ensures complaints are submitted for Complaint Management System
• Analyzes order fulfillment process, identify obstacles and opportunities for improvement, work cross-functionally to implement actions, establish best practices and monitor for improvement to provide world-class customer service
• Completes ad-hoc duties to support the business

Requirements

• Bachelor's Degree in Business or applicable study
• Minimum 3 years of supervisory experience
• Customer service order fulfillment experience or relevant experience fulfilling customer requirements with a demonstrated ability of meeting service level agreements